AccountId: 011433970860
ContactId: 2ba5754c-98ba-47c7-9046-e4fe7f23597f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192559 ms
Total Talk Time (AGENT): 104935 ms
Total Talk Time (CUSTOMER): 96603 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/2ba5754c-98ba-47c7-9046-e4fe7f23597f_20250408T14:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling regarding um a patient who's in our office right now. We just need to make sure that their insurance is active and they're covered in our network.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Absolutely I can check that eligibility for you uh [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] Um, for the patient it's 1-8598258591.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, that's going to be a bit too long to be one of our policy numbers, [PII]. Um, do you maybe have
[CUSTOMER][NEGATIVE] Oh, I'm sorry I thought you said phone number my bad that's my fault, no.
[AGENT][NEUTRAL] Oh, no, that's OK.
[CUSTOMER][NEUTRAL] Let me know when you're ready.
[AGENT][POSITIVE] Yes, I'm ready.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] OK, um, and then do you.
[AGENT][NEUTRAL] And so this is
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm not familiar with this insurance like are they in network with [PII]?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so this plan does not have a network. Uh, it is a limited indemnity medical plan so it can be used anywhere. You would just send the claim information directly to us. um, it just pays a set dollar amount per covered procedure or, uh, office visits, um, and of course no copays, no deductibles, and no authorization is required.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, um, are you able to fax this confirmation to me? I'll just like I'll I'll need to obtain some kind of proof.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I am not, unfortunately, um, I can give you, did the, do you have the member's card?
[CUSTOMER][NEUTRAL] I don't, he only had it on his phone.
[AGENT][NEUTRAL] OK, um, let's see, well I can give you.
[CUSTOMER][NEUTRAL] Hey got it, can you put him up?
[CUSTOMER][POSITIVE] I'm listening. I'm so sorry.
[AGENT][NEUTRAL] OK, no, you're right, um, I can give you our claim information, um, we have a mailing address, fax number and a payer ID if that helps.
[CUSTOMER][NEUTRAL] OK, so I have that, um, can I get a like a what's it called like a reference call number maybe?
[AGENT][NEUTRAL] Oh sure, yeah, absolutely. That would just be my first name, last initial and today's date, uh, so my name is spelled [PII]
[CUSTOMER][NEUTRAL] OK, and then you said uh today's date for [PII]. Are there any dots in between that?
[AGENT][POSITIVE] Correct, yes, and then of course we'll have.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Are there any dots in between that?
[AGENT][NEUTRAL] Um, however you prefer, honestly, I will be making a note of course that we've spoken on his account, um, but was there anything else I could help you with? I'm sorry there's nothing I can actually send you.
[CUSTOMER][POSITIVE] No, you're OK you've been a good help. Thank you so much.
[AGENT][POSITIVE] Alright, of course, yeah, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][POSITIVE] Thanks bye bye.